Edit a Schedule Preference

Requirements: Only agents with the appropriate licenses can see their work schedules in the CIC client. For more information, see Interaction Optimizer. You also need the Allow Agent Preferences Security right to set your schedule preferences.

A schedule preference indicates the days and times when you prefer or prefer not to work. These changes are picked up automatically the next time the administrator generates a schedule. Changes are not applied retroactively to previously generated and published schedules. For more information, see Working with Schedule Preferences.

To edit a schedule preference:

1. In the Schedule Preferences dialog box, do one of the following:

1. • In the List View, select the appropriate preference and click the Edit button or right-click and select Edit preference entry.

   • In the Calendar View, select anywhere in the range of dates for the preference and click the Edit button or right-click and select Edit preference entry.

Result: The Schedule Preferences details dialog box appears.

2. Make any of the following edits as appropriate:

   1. In Preference entry, update the unique, identifying name for this schedule preference.

   2. Do one of the following:

   1. • Select the Default check box to create a default preference.

Note: Default preferences apply to the same date every year.

2. 1. • Clear the Default check box to create a preference override.

Note: Preference overrides apply to a specify date or range of dates.

2. 3. In Start date and End date, select the appropriate date or range of dates.

Note: Default preferences cannot be defined for a period of less than one week.

1. 5. From the Granularity drop-down list, select the smallest unit of time for which you want to indicate a schedule preference.  

Note: This value can be adjusted as you create your schedule preference for each unit of each day. You can set it to 15 minutes when indicating preferred break times or 60 minutes when indicating preferred work hours.

3. From the Set work preference drop-down list, select one of the pre-defined preferences.

4. Indicate your schedule preferences.

Tip: For more information for tips on using the Schedule Preference details dialog box, see Setting Schedule Preference Details.

5. When finished, click Apply and then click OK.

Related Topics

Add a Schedule Preference

Remove a Schedule Preference

Setting Schedule Preference Details

Working with Schedule Preferences